Home Manager, Napa Valley

About Pacaso

Pacaso exists to enrich lives by making second home ownership possible and enjoyable for more people. Our innovative co‑ownership model is the easiest, smartest and most responsible way for people to experience the joy of a second home. We provide all the benefits of true ownership without the hassles through our simplified financial structure, easy and equitable scheduling, and dedicated local property management.

Founded by former Zillow executives, Pacaso has facilitated over $1 billion in gross real estate transactions and service fees across more than 40 markets nationwide, as well as internationally in Paris, London, and Cabo.

The Home Manager will provide owner services and engage our owners throughout their ownership journey from initial onboarding, home orientation, stay readiness, stay support and service requests.

• Ensure ultimate owner satisfaction with their Pacaso home and experience, including delivering our service promise of a consistently clean and well‑maintained home.
• Serve as primary Point‑of‑Contact for Homeowners in your assigned Markets.
• Manage day‑to‑day operations within your portfolio which can include vendor management, project management, asset management and owner experience.
• Ensure homes are consistently at a stay‑ready status through onsite inspections, inventory restocks, cleaning assessments, property needs.
• Responsible for property financials, creation and management of annual budgets and facilitate owner votes.
• Be the expert of every Pacaso home in your portfolio.
• Create home manuals explaining the functionality and features of the homes to Owners.
• Proactively keep owners updated on the status of their work orders and requests as well as any upgrades and maintenance planned for the home.
• Utilize Pacaso integrated platforms to assist in managing the health of your portfolio.
• Communicate with owners prior to their stay to set expectations on the status of all work orders and owner requests.
• Check‑in with owners throughout their stay to ensure the stay experience is positive.
• Act as liaison between Homeowners when issues arise during their stay or throughout their lifecycle as a Pacaso owner.
• Ability to resolve conflict with owners throughout their lifecycle as well as community partners such as vendors, neighbors etc.
• Anticipate the owner’s needs by delivering surprise and delight moments to owners.
• Assist in strengthening the owner’s bond with their home and boosting the owner’s sharing of their Pacaso experience with family and friends.
• Inspect the work of high‑quality local service partners and providers aligned to our owner experience promise & service standards.
• Partner closely with sales, product, and marketing to align objectives and workflows and provide owner‑centric perspective and feedback.
• Promote a highly collaborative, owner‑centric, data‑driven culture that challenges norms with a bias toward action.

• 3–5 years of experience in service‑driven property management and/or hospitality operations.
• Experience working in property management or accounting software and ability to learn new platforms.
• Strong, progressive experience in hospitality service operations or residential property management preferred.
• Strong background in property financials, creation and management of annual budgets.
• An affinity for customer service and satisfaction.
• Flexibility in scheduling; this role will regularly have to work weekends.
• Strong organizational, written and verbal communication, and problem‑solving skills.
• A self‑starter with strong customer‑first sensibilities.
• A willingness to roll up your sleeves to get the job done.
• Basic handiness with simple tools (screwdriver, wrench, etc.).
• Technical aptitude with basic home systems (Wi‑Fi, sound systems, televisions, smart home appliances, etc.).
• Have a high energy, positive, and professional attitude.
• You are detail‑oriented, extremely organized, capable of dealing with ambiguity.
• You currently reside in, or within commuting distance of the Napa Valley.

• The overall market range for this role is $80,000–$90,000 for this position, with a competitive equity…